Information Technology Service Management Consultant

ITSM Consultant – Long-Term Engagement (ASAP Start)

Duration: Until 30/04/2026

Location: Hybrid (2 days on-site per week)

Context:

A public sector organization with both civilian and operational divisions (including defense-related functions) has launched an initiative to implement a SIAM (Service Integration and Management) framework. The goal is to streamline collaboration between internal IT entities and external vendors via a hybrid SIAM model, aiming to improve standardization, performance, and governance across the IT landscape.

The new SIAM setup involves both internal stakeholders and a to-be-selected external provider. This initiative includes personnel from both civilian and specialized operational domains, tasked with overseeing multiple service providers.

Scope of Work:

The organization seeks an experienced ITSM Consultant to support the analysis, design, and rollout of the SIAM framework. Key activities include conducting current/future state assessments, performing gap analyses, guiding the SIAM implementation, and contributing to the preparation of procurement documentation for the selection of an external integration partner.

Role Overview:

The ITSM Consultant will provide strategic and operational guidance for the optimization and implementation of IT Service Management processes in a complex, multi-provider setting. The role requires deep expertise in ITIL, tooling (ServiceNow, Jira), service performance measurement, and stakeholder management, preferably in regulated or governmental environments.

Responsibilities:

• Analyze existing ITSM processes (incident, problem, request, change, release, etc.).
• Assist in designing end-to-end SIAM processes and integrating them with existing governance structures and tools.
• Support development of process improvement plans and roadmaps.
• Configure and support ITSM tools, including dashboards, reporting, user training, and tool integration (ServiceNow, Jira, Confluence).
• Assist in setting up and managing CMDB, service catalog, and asset management components.
• Advise on metrics (KPIs, SLAs, OLAs) and contribute to continuous service improvement initiatives.
• Coach stakeholders involved in process execution and governance within the SIAM structure.

Skill Requirements:

• Strong background in IT Service Delivery and Process Design
• Expertise in Change, Incident, Problem & Release Management
• Solid experience in CMDB, Asset Management
• Proven experience with Governance & Compliance in ITSM
• Proficiency in ServiceNow, Jira, Confluence
• Capable of delivering training and coaching in process and tool adoption
• Experience working in multi-vendor environments

Language Requirements:

• Dutch: Working proficiency
• English: Working proficiency
• French: Working proficiency

Supplementary Questions for Candidates:

• What is the ITSM implementation achievement you’re most proud of, and why?
• Describe your approach to configuring ITSM tools (e.g., ServiceNow, Jira) and aligning them with ITSM processes.
• Share an example of how you have improved or reengineered ITIL processes in a multi-vendor context.